Client Contact Specialist

Nelsons Solicitors; Nottingham; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading regional law firm in Nottingham is seeking a Client Contact Specialist. In this role, you will act as the first point of contact for clients, manage incoming leads, and support new business coordination. Ideal candidates have 3-4 years in customer service or business development, strong communication skills, and experience with CRM systems. Benefits include 25 days leave, pension, and hybrid working options. Competitive salary with excellent perks awaits the successful candidate.

Benefits

25 days’ annual leave

Pension

Legal service discounts

Hybrid working

Qualifications

• 3 to 4 years’ experience in client-facing or customer service roles.
• Strong organizational skills and ability to manage priorities.
• Confident communicator with excellent interpersonal skills.

Responsibilities

• Act as the first point of contact for prospective clients.
• Qualify and triage incoming leads for timely follow-up.
• Track and report on performance metrics and client feedback.

Skills

Client engagement

Organizational skills

Communication skills

Problem-solving abilities

CRM systems experience

Job description

Nelsons is one of the largest and fastest growing law firms in the East Midlands with experts in Leicester, Derby and Nottingham.

In 2023, Nelsons became part of Lawfront, a national group of leading regional law firms dedicated to delivering comprehensive legal support to individuals and businesses nationwide.

Committed to strategic growth, Lawfront is aiming to build a group in the top 10 of UK regional law firms. As part of this group, you will be able to benefit from working locally for a well-respected leading law firm whilst accessing the scale, investment resources, expertise and professional development opportunities of a national organisation.

We look to empower our clients, give them a voice, fight for them, help them seek justice and steer them through complex legal issues they face. The desire to push ourselves forwards to better serve our clients has been a constant throughout our evolution.

With a defined vision and plan for growth, we have created a culture of working together to achieve and are looking to recruit people with ambition, drive and a can-do attitude to be part of our journey.

The successful candidate can expect a competitive package and benefits that you’d expect from a leading regional law firm which is part of a group of national scale.

To provide frontline support in handling client enquiries and administrative tasks, ensuring a smooth and professional client experience. This role also involves managing the qualification and coordination of new business opportunities, mentoring junior team members, and contributing to continuous process improvement.

The role:

Our dedicated Client Contact Centre is currently looking to recruit a Client Contact Specialist to be based in our Nottingham office. The individual needs to be highly motivated with a back ground in client services, someone who has a desire and passion for customer service and who is ready to take on more responsibility, contribute to team leadership and play a key role in driving new business growth and client satisfaction.

This is an exciting opportunity for someone to apply their skills and knowledge in a demanding yet supportive team environment. The successful candidate will be responsible for the following:

Key Responsibilities:

Client Engagement & Enquiry Handling

• Act as the first point of contact for prospective clients, providing a warm, professional, and efficient service.
• Qualify and triage incoming leads to ensure appropriate allocation and timely follow-up.
• Maintain accurate and up-to-date records of all client interactions using the firm’s CRM system.

New Business Coordination

• Liaise with legal teams to coordinate initial consultations and ensure a seamless handover.
• Monitor enquiry pipelines and follow up with potential clients to maximise conversion.
• Support the implementation of initiatives to improve enquiry handling and client onboarding.
• Provide guidance and informal mentoring to junior team members, supporting their development and confidence.
• Share best practices and contribute to a collaborative, high-performing team culture.
• Serve as the primary escalation point for junior team members when handling complex client interactions.

Process Improvement & Reporting

• Identify opportunities to streamline processes and enhance the client journey.
• Track and report on key performance metrics, client feedback, and enquiry trends.
• Contribute to team meetings and strategic discussions with insights from frontline experience.
• Supporting new marketing activities/initiatives which may impact the department.

Skills & Experience Required:

• 3 to 4 years’ experience in a client-facing, customer service, or business development role (ideally within professional services or legal environments).
• Strong organisational skills with the ability to manage multiple priorities and deadlines.
• Confident communicator with excellent interpersonal and problem-solving abilities.
• Experience using CRM systems and handling data with accuracy and discretion.
• Ability to coach and support less experienced colleagues in a team setting.

As part of this role, you’ll be given all the tools to succeed and can expect dedicated training, professional support and a host of benefits.

The extras:

To mention a few of the benefits on offer

• 25 days’ annual leave plus bank holidays and holiday purchase
• Pension
• Discounts on selected legal service
• Hybrid Working

With a defined vision and growth plan on track, we have created a culture of working together to achieve and are looking to recruit people who have a can-do attitude to be part of our journey and vision.

Competitive Salary plus excellent benefits' package.

Job Function

Marketing and BD - Client Contact Centre